Glanbia · 1 day ago
Customer Experience & Analytics Director
Chicago, IL
Full-time
Hybrid
Director/Executive
$140K/yr - $175K/yr
10+ years expGlanbia is a better nutrition company with three divisions—Performance Nutrition, Health & Nutrition, and Dairy Nutrition. They are seeking a Customer Experience (CX) Director who will lead the development and execution of a comprehensive CX strategy to enhance customer trust and drive sustainable business growth. This role involves partnering with cross-functional leaders to embed customer-centric principles into decision-making and ensuring CX initiatives translate into measurable improvements.
WellnessDietary SupplementsNutrition
Responsibilities
Partner with Sales, Operations, Supply Chain, Marketing, and HR to ensure strategic decisions and key initiatives are customer-informed
Align cross-functional teams around key CX priorities and support the integration of customer insights into business planning
Serve as an enterprise advocate for customer-centricity, ensuring decisions reflect customer needs and long-term value
Translate insights into clear strategic direction and actionable roadmaps
Present verbally and visually engaging storytelling that influences senior leadership
Drive accountability for CX deliverables and measurable outcomes
Oversee VoC and VoE programs to identify pain points and opportunities
Maintain customer personas and journey maps to guide future-state experience design
Establish Customer Performance Indicators (CPIs) and elevate metrics such as CSAT, NPS, and Perfect Order
Qualification
Required
Demonstrated experience developing and leading customer experience, commercial strategy, or transformation initiatives
Deep knowledge of CX tools including VoC/VoE, journey mapping, experience governance, and performance benchmarking
Strong proficiency in CX analytics, dashboards, and data visualization tools
Exceptional collaboration and influencing skills to engage senior leaders and matrixed teams
Familiarity with experience management and CRM platforms (e.g., Qualtrics, CRM systems)
Bachelor's degree in Business, Marketing, or related field; MBA preferred
10+ years of experience in CX or commercial strategy roles
B2B and complex supply chain experience strongly preferred
Comfortable operating both strategically and in detailed execution
Able to build structure and clarity in ambiguous environments
Skilled in navigating high complexity and competing priorities
Proven success leading cross-functional teams
Skilled at inspiring diverse groups through narrative, insight, and clear communication
Strong verbal, visual, and written communication abilities
Deep understanding of customer expectations, motivations, and challenges
Advocates for customer needs across teams and throughout the organization
Benefits
401K
Health & dental
Family leave
Staff discounts
Company
Glanbia
Glanbia is a global nutrition company focused on dairy and performance nutrition products.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
Clearway Capital
2022-04-21Post Ipo Equity
1988-05-10IPO
Leadership Team
S
Sue Sweem
Chief Human Resources Officer
Recent News
Irish Times
2026-01-16
2026-01-03
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